Part of The Breckland Alliance with School Lane Surgery and Watton Medical Practice
Feedback
96 responses from the local community
very nice lady at reception
5
Submitted by collected by Healthwatch Norfolk Staff27th September 2023
They are very good here, there is a very nice lady at reception. It is easy to get an appointment I mean it could be easier but it is all good. The only improvement I can think of is if they fix the door
Submitted by collected by Healthwatch Norfolk Staff27th September 2023
It is good here, but nothing is perfect. I have been coming here since the mid 1980s and it has got a lot bigger. You used to just come down and now it is all appointments and online. My complaint would be the reliance on online - I am not good with passwords and I don't like the total reliance and no feedback when you do go online. It frustrates me it is not like talking to someone. I have no problems with any of the people here at all they are all good. It is due to the people here that I am still here, I had to have a heart op and now I am all good. It is just generally the systems should work for all the patients.
Submitted by collected by Healthwatch Norfolk Staff27th September 2023
They do their best, there is lots of people and not enough Drs but that isn't their fault they are kind and caring but I just wish I could see a Dr more
Submitted by collected by Healthwatch Norfolk Staff27th September 2023
I phone up and can get a Drs appointment easy enough. A lot of people have trouble but I don't. They can have you up at the surgery or phone call but I prefer to see someone. Some reception are not helpful and some are very very helpful and nice.
Submitted by collected by Healthwatch Norfolk Staff27th September 2023
On the whole they are pretty good. Actually getting an appointment is hard. I phone at 8.30 to go as triage. They then call back with who I should see and I don't see a Dr unless my arm is falling off. I feel like they're not that bothered after a certain age. It is different to pre pandemic but lots of things are. I would just like to see a Dr when I need to
Called to book flu vaccine for 3yr as directed. She just hung up the phone saying they do not have it.
Reply from Grove Surgery
Dear Patient.
I am sorry to hear that you have had a poor experience with our practice.
This is not what we expect.
If you wish to discuss this further please contact me. I will be happy to listen to the telephone call and feedback as necessary.
It is really important that patients provide both positive and negative feedback so we can use it for constructive training and learning.
I look forward to hearing form you.
Kind regards
Bev
Patient Services Manager
Bad practice
1
Submitted by Anonymous13th October 2022
I am currently having issues with them specially after covid.
They still not see patients face to face most of the times they give you I diagnostic without assessment and if you say you not getting better (maybe because its not the right diagnostic) they do not listening and don't book an appointment to assess you they only believe on what they want to believe. Hospital referral is as bad I had to remind them that a referral to the hospital has to be done from gp since A&E can not do ( this was a case that GP did not want to book anything due to phone them up on afternoon and told to ring in the morning) they think emergency is only in the morning when can happen any time of the day.
Give 2 medications falling on same category (anti-inflammatory)...
This surgery is falling apart, mum of 3 kids it's a worrying and No support is given from GP to our communitie is a disaster
Reply from Grove Surgery
Dear Patient,
I am sorry to hear you seem to be having many issues with the practice. Our appointment system is an on the day service and to be able to treat as many patients as we can, the GP will triage over the telephone and book in with the most appropriate clinician if a face to face appointment is needed.
We do ask that patients call in the morning where possible but understand symptoms develop throughout the day so would always advise giving us a call to see how we can help or advise.
If you would like to call the practice and discuss this further then please do so, I would like to be able to get you the help that you ned.
Thank you
Beverley Childs
Patient Services Manager
Incompetent and lack of care for patients
1
Submitted by Anonymous2nd September 2022
I have a 11 week old baby and told them from when he was 4 weeks old that he has cmpa(full dairy allergy).
They fobbed me off with just lactose free milk which obviously still didn’t agree with him
Tried to get it sorted on many occasions
He was and still is suffering in obvious pain but the surgery refuse to see him and stopped the prescriptions telling me I have to just buy them (the ones I need you actually can’t buy or get without prescription)
Stated that he isn’t an emergency and refused to see him and the reason for him being poorly is because I’m feeding him to much
This is my 5th child and 2nd one with a dairy intolerance so I know what’s normal and what isn’t
The surgery are still refusing to help my poor boy
Doctor was rude and was completely unprofessional
At no point was my boy actually looked at or examined all ‘advice’ was given over the phone
If I could give zero stars I would! No one in this surgery has any regard for mental health! If you have autism or ADHD they simply refuse to recognise and accommodate it as a disability. They make absolutely no effort to listen to your issues, they lie to patients and after 6 months of being with the surgery they still have no transferred my medical records. They made several medication errors with my controlled drugs including prescribing the wrong medication and prescribing the wrong dose and amount.
This surgery is badly led. Their practice is beyond ineffective. They have no regard for patient safety. The last thing they are thinking about is the patient, they are not interested in safeguarding and are utterly unresponsive to their patients needs. The receptionists tell you they will phone back or get someone to call you but then they don't and when you phone back to find out what is happening no one knows anything about your previous calls. Absolutely and utterly incompetent management and reception staff ..as for the doctors I have no idea because the receptionist don't let you speak to anyone.